Summary
Overview
Work History
Education
Skills
Travelling, Sports, Reading, Meeting People, leading
Languages
Timeline
Generic

Tomasi Wainiqolo

Ngunnawal,ACT

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

23
23
years of professional experience

Work History

Customer Service Officer

ACT Government - Contact Centre
11.2011 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Communicated with clients regarding account services, statements, and balances.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.

Customer Service Representative

ACT Government - WWVP Office
09.2019 - 01.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Receiving public monies with regards to payment on WWVP Cards
  • Explain about the legislation to applicants when needed about WWVP

Customer Service Officer

ACT Government - Building Services
01.2019 - 09.2019
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Provided primary customer support to internal and external customers.
  • Compile Conveyancing Report Requests
  • · Collate Building Files for Customers
  • · Assist with plumbing enquiry and booking for inspectors

Customer Service Officer

ACT Government - Land Title Office
12.2018 - 01.2019
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • · Prepare routine, less complex correspondence and a range of administrative and clerical tasks etc

Senior Customer Service Officer

ACT - Government - Revenue Office
07.2017 - 12.2018
  • Cultivated strong relationships with clients by delivering personalized attention and addressing unique needs.
  • Promoted client retention through the delivery of outstanding service experiences tailored to individual preferences and needs.
  • Processed information with high level of accuracy to satisfy client's needs.
  • · Receiving public Monies on Rates, Land tax and Stamp Duties for new properties
  • Answering telephone and email enquiries about Access Canberra and ACT and working on a public counter to receive guests and clients and respond to their enquiries and requests.

Customer Service Officer

ACT Government - Environment & Planning
03.2017 - 07.2017
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Completed data entry to record call notes, suggestions and questions.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.

Administration Officer

ACT Government - Nowaste ACT
10.2015 - 04.2016
  • Developed strong working relationships with colleagues, contributing to a positive work environment.
  • Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Drafted and distributed invoices for outstanding payments.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Managed complex scheduling tasks, ensuring that deadlines were met consistently.
  • Ensured accurate financial reporting by meticulously reviewing expense reports, invoices, and other financial documents.

Administration Officer - Quality Coordinator

ACT Government - Contact Centre
03.2015 - 09.2015
  • Developed strong working relationships with colleagues, contributing to a positive work environment.
  • Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Created, prepared, and delivered reports to various departments.
  • Assisted in the development of policy manuals and procedures, contributing to increased organizational clarity and effectiveness.
  • Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
  • Computerized office activities, maintained customer communications, and tracked records through delivery.

Senior Customer Service Officer

ACT Government - Asbestos Taskforce
11.2014 - 11.2014
  • Cultivated strong relationships with clients by delivering personalized attention and addressing unique needs.
  • Developed employee skills development guidelines to deliver best-in-class customer experience.
  • Promoted client retention through the delivery of outstanding service experiences tailored to individual preferences and needs.
  • Processed information with high level of accuracy to satisfy client's needs.
  • Initiated execution of care responses as main point of contact with consumer escalation events.
  • Reduced customer complaints by proactively identifying recurring issues and implementing lasting solutions.
  • Streamlined communication channels between departments, resulting in faster resolution times for customer issues.

Operation Support Officer

ACT Government - Contact Centre
07.2014 - 11.2014
  • Facilitated interdepartmental collaboration by fostering open communication channels between teams working towards common goals.
  • Leveraged strong time-management skills to successfully complete multiple simultaneous tasks while consistently meeting deadlines.
  • Assisted in the recruitment, onboarding, and training of new employees to maintain a high-performance workforce.
  • Developed comprehensive reports for senior management detailing key performance indicators, trends, and areas for improvement in operations.
  • Coordinated logistical efforts for large-scale events or initiatives within the organization.
  • Supported the successful execution of projects, ensuring adherence to timelines and budgets.

Customer Service Representative

Australian Tax Office - Technical Team
06.2011 - 11.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Data Entry Clerk

ACT Government - Myway Office
06.2011 - 06.2011
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.

Data Entry Clerk

Council Of The Ageing - Phillip
02.2011 - 05.2011
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Sorted documents and maintained organized filing process.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.

Military Officer

Republic Of Fiji Military Forces
03.2002 - 10.2009
  • Ensured compliance with regulations and policies through diligent oversight of daily activities and procedures.
  • Developed and maintained positive relationships with staff in unit and in other units.
  • Supervised work of junior officers, evaluated performance and produced detailed reports.
  • Enhanced unit readiness by conducting thorough training sessions and implementing strategic planning initiatives.
  • Conducted comprehensive evaluations of equipment maintenance programs, identifying areas for improvement and increasing overall functionality rates.
  • Organized morale-boosting events for unit members to promote camaraderie and foster a positive work environment.
  • Coordinated with personnel to develop strategic plans for unit actions.
  • Developed contingency plans to minimize the impact of unforeseen challenges during critical missions.
  • Mentored junior officers in leadership development, contributing to a high-performing organizational culture.
  • Established effective communication channels among diverse teams, enabling seamless collaboration in joint operations.
  • Coordinated logistics for 215 personnel under challenging and fast-changing conditions.
  • Participated in high-level planning sessions for future campaigns, providing valuable input based on subject matter expertise.
  • Oversaw intelligence collection and produced reports for senior command.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Coordinated activities of subordinate personnel to support mission success.
  • Handled administrative requirements, maintained records and submitted operational reports.
  • Communicated with command centers to develop and execute tactical plans.
  • Created contingency plans to address unexpected tactical scenarios.

High School Teacher

Suva Christian Community High School
01.2001 - 09.2001
  • Established a positive classroom environment by setting clear expectations and fostering open communication between students and teachers.
  • Participated in ongoing professional development opportunities to stay current on educational trends and enhance teaching abilities further.
  • Created engaging lesson plans, fostered culture of discovery and provided well-organized classroom structure to help students succeed in program.
  • Taught mathematical skills and principles to high school students using real-world, application-based examples to maximize learning opportunities.
  • Assessed student progress regularly, providing constructive feedback and targeted interventions to improve academic performance.
  • Developed communicative relationships with students and parents to support learning.

Education

Master of Arts - Public Administration

Australian National University
Canberra, ACT

Diploma of Government Management - Organizational Leadership

Royal Military College of Australia
Campbell, ACT
06.2006

Diploma of Personnel & Operational Management - Leadership

Royal Military College of Australia
Campbell, ACT
06.2004

Bachelor of Arts - Management & Public Admin And Applied Psychology

University of The South Pacific
Suva, Fiji
12.2000

Skills

  • Customer Support
  • Complaint Handling
  • Data Entry
  • Customer Focus
  • Call center experience
  • Documentation And Reporting
  • Records Maintenance
  • Payment Processing
  • CRM Software
  • Employee Development
  • Program Management
  • Logistics Coordination
  • Technical Support
  • Problem-solving abilities
  • Administrative Support
  • Complaint resolution
  • Microsoft Excel
  • Problem Resolution
  • Customer Relationship Management (CRM)
  • Follow-up skills
  • Conflict Resolution
  • Critical Thinking
  • Building rapport
  • Staff Training
  • Team Development
  • Microsoft Office Suite
  • Scheduling
  • Coordination
  • Paperwork Processing
  • Prioritization
  • Project management abilities
  • Documentation
  • Travel Planning
  • Call triaging
  • Microsoft Outlook
  • De-Escalation Techniques
  • Filing
  • Quality Control
  • Information Security

Travelling, Sports, Reading, Meeting People, leading

I have travel to a few countries in my life time and that includes Fiji where I lived for more than 30 years. I have travelled for work or leisure and stopped over in countries such Iraq, Tonga, Kuwait, India, Papua New Guinea etc. I spent most of the time reading news via the internet and most of the times on Facebook and sometimes I spent time reading novels. I enjoy meeting people end establishing a friendly relationship with them that last a life time friendships and I enjoy leading groups as I believe that I am a born leader. 

Languages

Fiji
Native or Bilingual
Tonga
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Representative

ACT Government - WWVP Office
09.2019 - 01.2020

Customer Service Officer

ACT Government - Building Services
01.2019 - 09.2019

Customer Service Officer

ACT Government - Land Title Office
12.2018 - 01.2019

Senior Customer Service Officer

ACT - Government - Revenue Office
07.2017 - 12.2018

Customer Service Officer

ACT Government - Environment & Planning
03.2017 - 07.2017

Administration Officer

ACT Government - Nowaste ACT
10.2015 - 04.2016

Administration Officer - Quality Coordinator

ACT Government - Contact Centre
03.2015 - 09.2015

Senior Customer Service Officer

ACT Government - Asbestos Taskforce
11.2014 - 11.2014

Operation Support Officer

ACT Government - Contact Centre
07.2014 - 11.2014

Customer Service Officer

ACT Government - Contact Centre
11.2011 - Current

Customer Service Representative

Australian Tax Office - Technical Team
06.2011 - 11.2011

Data Entry Clerk

ACT Government - Myway Office
06.2011 - 06.2011

Data Entry Clerk

Council Of The Ageing - Phillip
02.2011 - 05.2011

Military Officer

Republic Of Fiji Military Forces
03.2002 - 10.2009

High School Teacher

Suva Christian Community High School
01.2001 - 09.2001

Master of Arts - Public Administration

Australian National University

Diploma of Government Management - Organizational Leadership

Royal Military College of Australia

Diploma of Personnel & Operational Management - Leadership

Royal Military College of Australia

Bachelor of Arts - Management & Public Admin And Applied Psychology

University of The South Pacific

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Tomasi Wainiqolo